Room was good, but staff incompetent and manager/owner unresponsive.
Nonsmoking room had obvious cigarette smell and we were switched immediately. (Kid with active asthma.) At midnight, someone opens our door, and leaves quickly. Then hotel staff and other guest bang on door and try to open demanding to know who we are. Woke us all up, scared us terribly. They said room was supposed to be empty. I told staff my name and that I’m a guest. I called front desk to discuss, and same staff member informed me that room was supposed to be empty, and acknowledged that he found my name and am a verified guest. He offered no apology. The next 2 days of our stay, I asked to speak to a manager/owner three times to discuss, and never got a call back. I called again a couple of days after we got home, left another message, and still no response.
Scared of hallway noises and locks opening tabs couldn’t sleep the rest of our stay, just miserable.
If you make a mistake, acknowledge it, apologize, treat your guests like valued guests rather than criminals. And return a call to hear a customer’s complaint. This Bing U. family will never stay there again.